I had a thread going a few weeks ago about Time Warners AWESOME turn around service to get my service transffered to my new home. That day has come and gone.....and now do I have a story for you!
I called about 3 weeks ago to have my cable internet transferred over to my new home. They said they would have someone come out on the 30th of this month after 6pm. Mind you, I called back on July 12th. I called in DAILY in hopes of a sooner spot opening up (something I was told to try). On Sunday night I called in and asked.....they said they had an 8am -11am opening on the 26th (yesterday). I put the lady on hold to discuss with my fiance. We both agreed that we had to work and could not do it. I came back on the phone and told the lady we couldnt. However, she went ahead and did it, but when we said no, she was like "Well, the 30th has already been taken again" leaving us with no option other than taking the 26th at 8 am - 11am.
I was somewhat pissed....but I had to take off work for it.
Thursday came and I waited.....8am - 11am........and 11 passed by. I called TW and they said the tech was on his way. I told them this was unacceptable. He didnt call or anything until 11:30 and didnt arrive until 11:45. I was pissed. I was already passed the time I told my boss I would try to be back in. Why you ask. Well, this was a simple hookup and should NOT have taken long. Anywhoo, the guy comes in and wants to see the room where the cable modem is. We take a look at its all ready to go....all he needs to do is his thing out at the cable box outside (the ground) and bring in the cable modem. The wire was already ran previously (past owner had cable tv from TW).
So he does his thing, comes inside, hooks up the cable modem......no go.....blinking lights. This meant no connection. He tried several different things, nothing would work. He went outside and tested the main line that came to the cable box (where they turn the cable on) and it worked fine. So he determined that they needed to do a new drop cable from the cable box to the house (which would require them to bury it). By this time, we are hitting 12:30pm. I told him I HAD to go into work, there was no option. We finished EVERYTHING we needed to inside my home and he advised me that I could leave and that he would be running a temp drop cable and within a few days, he would have someone out here to bury it. He said he would have it all hooked up and running tonight when I get home. I was fine with that.
He had my cell phone number and I had his. I told him that if he needed ANYTHING or needed to get into the house, to call and I would have someone come. I never got a call. I called about mid-afternoon to see how it all was going...no answer, no call back (I left a voicemail). I assumed all was fine and going well......that is....until I came home.
I got home around 6:30pm expecting to see a cable ran across my driveway and was expecting to have internet when I got home (I even told my boss I would be working from home a little). I get home.......NO CABLE ran.......so I walk upstairs thinking that no cable needed to be ran and the cable modem would be working. That was not the case. I received no phone call, note, any type of message saying what was done/wrong/working/not working. I went around and found that the cable that was ran along the house "previously" that was ran on the wood, had NOW been moved about 4 feet down.....they guy drilled into my brick and didnt ask, notify or anything. I didnt ask him or even authorize him to do so.
I spent the next several hours on the phone with TW. The first two hours I explained my situation to several different people. One guy said the next available time they could come out was Augst 24th. I laughed at him and said he better try again.......as I again told him how pissed I was. He said there was a date open this coming Saturday from 8am - 12noon. I said......"No, I want someone here tonight or first thing when I get home from work tomorrow". He couldnt do it. I finally agreed on the Saturday time....but I was not satisfied with the solution - THE TECHNICIAN DIDNT DO HE FUCKING JOB AND HE ALTERED MY HOUSE. Someone had to pay and answer me. I did NOT give up. I spoke with several different people about this....TRYING to get to a supervisor/manager. Let me tell you, they sure give you the run around.
I cooked dinner and decided to try again after dinner. I spent another hour talking to people and FINALLY got ahold of a manager. I explained EVERYTHING, and I mean EVERYTHING that had happened up until this point. He set me up to have a technician come out and take care of it today after 5pm.
So this is where I stand.....waiting again (im at work though). Regardless of whether or not they come and complete the task....im am thinking of going farther than just a manager at this point. Time Warner and MOST cable companies treat customers as if TW is doing them a favor by allowing them to pay for their service. I have had nothing but bad experiences with them......and I want your opinion.
Should I take this further.......time wasted waiting (making them pay for time missed at work), the alteration of my house (I consider it damages), and the time wasted on my cell phone talking to them.
I called about 3 weeks ago to have my cable internet transferred over to my new home. They said they would have someone come out on the 30th of this month after 6pm. Mind you, I called back on July 12th. I called in DAILY in hopes of a sooner spot opening up (something I was told to try). On Sunday night I called in and asked.....they said they had an 8am -11am opening on the 26th (yesterday). I put the lady on hold to discuss with my fiance. We both agreed that we had to work and could not do it. I came back on the phone and told the lady we couldnt. However, she went ahead and did it, but when we said no, she was like "Well, the 30th has already been taken again" leaving us with no option other than taking the 26th at 8 am - 11am.
I was somewhat pissed....but I had to take off work for it.
Thursday came and I waited.....8am - 11am........and 11 passed by. I called TW and they said the tech was on his way. I told them this was unacceptable. He didnt call or anything until 11:30 and didnt arrive until 11:45. I was pissed. I was already passed the time I told my boss I would try to be back in. Why you ask. Well, this was a simple hookup and should NOT have taken long. Anywhoo, the guy comes in and wants to see the room where the cable modem is. We take a look at its all ready to go....all he needs to do is his thing out at the cable box outside (the ground) and bring in the cable modem. The wire was already ran previously (past owner had cable tv from TW).
So he does his thing, comes inside, hooks up the cable modem......no go.....blinking lights. This meant no connection. He tried several different things, nothing would work. He went outside and tested the main line that came to the cable box (where they turn the cable on) and it worked fine. So he determined that they needed to do a new drop cable from the cable box to the house (which would require them to bury it). By this time, we are hitting 12:30pm. I told him I HAD to go into work, there was no option. We finished EVERYTHING we needed to inside my home and he advised me that I could leave and that he would be running a temp drop cable and within a few days, he would have someone out here to bury it. He said he would have it all hooked up and running tonight when I get home. I was fine with that.
He had my cell phone number and I had his. I told him that if he needed ANYTHING or needed to get into the house, to call and I would have someone come. I never got a call. I called about mid-afternoon to see how it all was going...no answer, no call back (I left a voicemail). I assumed all was fine and going well......that is....until I came home.
I got home around 6:30pm expecting to see a cable ran across my driveway and was expecting to have internet when I got home (I even told my boss I would be working from home a little). I get home.......NO CABLE ran.......so I walk upstairs thinking that no cable needed to be ran and the cable modem would be working. That was not the case. I received no phone call, note, any type of message saying what was done/wrong/working/not working. I went around and found that the cable that was ran along the house "previously" that was ran on the wood, had NOW been moved about 4 feet down.....they guy drilled into my brick and didnt ask, notify or anything. I didnt ask him or even authorize him to do so.
I spent the next several hours on the phone with TW. The first two hours I explained my situation to several different people. One guy said the next available time they could come out was Augst 24th. I laughed at him and said he better try again.......as I again told him how pissed I was. He said there was a date open this coming Saturday from 8am - 12noon. I said......"No, I want someone here tonight or first thing when I get home from work tomorrow". He couldnt do it. I finally agreed on the Saturday time....but I was not satisfied with the solution - THE TECHNICIAN DIDNT DO HE FUCKING JOB AND HE ALTERED MY HOUSE. Someone had to pay and answer me. I did NOT give up. I spoke with several different people about this....TRYING to get to a supervisor/manager. Let me tell you, they sure give you the run around.
I cooked dinner and decided to try again after dinner. I spent another hour talking to people and FINALLY got ahold of a manager. I explained EVERYTHING, and I mean EVERYTHING that had happened up until this point. He set me up to have a technician come out and take care of it today after 5pm.
So this is where I stand.....waiting again (im at work though). Regardless of whether or not they come and complete the task....im am thinking of going farther than just a manager at this point. Time Warner and MOST cable companies treat customers as if TW is doing them a favor by allowing them to pay for their service. I have had nothing but bad experiences with them......and I want your opinion.
Should I take this further.......time wasted waiting (making them pay for time missed at work), the alteration of my house (I consider it damages), and the time wasted on my cell phone talking to them.
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